T-Mobile Handheld Customer Care

H

Haru

New member
I am posting this becuase I have seen a lot of people complain about T-Mobile's Customer Service not being knowledgable about BlackBerries. I recenly called because there was a problem with activating the service on my new BB after switching devices and getting a new SIM card(turned out it was because the guy at the T-Mobile Store typed something wrong in the computer, but anyway). The rep I was speaking to truly did know NOTHING about BBs, but transferred me to a rep in a specific "Handhelds and Blackberry"(or somethings like that) Department within Customer Care. The rep I dealt with was extremely knowledgable about all aspects of my device, software, services, etc. and I even asked her questions about other devices that TMO doesn't carry and 3rd Party Software with great results. I have since dealt with them once more with similar results. I don't know if all the posters complaining were dealing with these guys or the regular Customer Care reps, but I hope this helps some of you. I have been a T-Mobile customer for about 4 years, after having service with CellularOne(now Cingular) and Sprint, and TMO has had the best customer service by far.
 
~via BB (wap.rabroad.com)~As many problems that I have with my BB, when prompted, immediately ask for BB tech support, and they will transfer you.
 
I would like to think that I am one of those knowledgable techs, and as long as you ask for blackberry support when prompted you should get the help you need.
 
LOL. The only time I have had to call TMO for help with my BB they sent me right the the BB support and they had my problem fixed in no time. Normally I send emails via the website if I just want a question answered. I work in a call center, although not on the phones, so I try to call as little as possible.
 
Whenever I have an issue and I mention that is is on my BB, I always get transferred to a BB tech. I get a fix or an answer promptly. That's why I am still a TMO customer for the last 5+ years.
 
Cingular has a Data team that does the same thing. The regular Care reps seem to have an overwhelming fear of data devices in general but Blackberries in particular. It also helps that I only really deal with business care too.
 
T-Mobile is the greatest in my opinion. BB customer care, only 1 BB cc rep. didn't know what he was talking about. All other BB cc i would have 2 say were on the mark w/what i needed 2 know.
 
I called today for help with my 8100 and got one of those techs. I think I did more troubleshooting than he could offer.

On the plus side - if you're a T-Mo customer, they have a Blackberry support line:

877-296-9933

This will skip through getting to a regular agent and connect you with a handheld tech.
 
Well thanks for that number Lynza. Heck I work for T-Mobile and didn't even know that number. I have just about all the other departments direct numbers except BB Tech Support.

There is a reason why T-Mobile is ranked #1 in Customer Satisfaction 4 years in a row, and it's because of the great CC reps, TS reps, RSR's, and everyone else that does their job everyday. That is why I am proud to work for a company like this. Thanks to any and all CC, SA CC, TS, WDG reps out there that I talk to on a daily basis that makes my job as a RSR easier.
 
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